Customer Care!

Posted on March 28, 2013
Location: London
Customer Care!

Sanjay Singh, this side. He responded as he picked up his phone. Excueeeeeeeees me, who am I speaking to? Sanjay….Sanjay Singh. He must have watched all versions of James Bond movies for him to sound so flawless with voice and estyle – I was thinking. Naam to Suna hee hoga? (I am sure, you heard my name before?); he enquired. Now he sounded like our age old lover boy Rahul. I said, no. How did you get my details then, he panicked. Google se bachke kahan jayoge? (How can you hide from Google?), I clarified. He was relieved. And that was our introduction. 3-4 years have past in between.

Something special about his ways, that is easily noticeable. Early 2011, I wanted to take my mother to Vaishno Devi, one of the most visited pilgrim sites in India. Situated at a height of 5,300 ft., the site is located inside a cave in a hill. Amidst the folds of the Trikuta Bhagwati hill at a height of 5,300 ft., in the state of Jammu and Kashmir (J&K). And that was a task of its kind. My mother has arthritis on her knee and she barely can walk; in her own home from one room to the other. And I was planning a trip which was like this: Bhubaneswar --> Delhi --> Jammu --> Katra (Vaishno Devi) --> Jammu --> Delhi --> Pune --> Sirdi (Sai Baba) --> Pune --> Bangalore (Health check up of mother) --> Bhubaneswar. All has to complete in 4 days because, I had a fixed return date to London.

This was probably my 6th visit to Vaishno Devi. I just love the 15km walk, which I normally start in the evening and reach on the top of hill by 4am in the morning approximately, do the darshan (worship) and walk down straight after that. By 9am in the morning, I am back in my hotel and sleeping like a log for the entire day before catching my flight to Delhi in the evening! I was little nervous for my mother. How do you climb a hill; with someone who can’t walk? Well, I had taken that challenge, had to do it. And I had blessing of Goddess Vaishno Devi I suppose.

Called Sanjay early on the day and asked – Sanjay can I have the contact details of the cab drivers, hotels, etc you have organized at Delhi, Jammu, Katra, Sirdi and Bangalore. Because it’s quite a trip, I need to be organized, I told him with stress in my voice. Sanjay smiled – take a chill Bikash. I am not doing my job properly, if I have loaded you further with stress of dealing with hotels, cab drivers etc. You just make sure your mobile is switched on and working – rest all is my job, leave it to me to deal with. And he was absolutely right. OMG! That was an experience of its kind. Bang on, everywhere I landed – someone approached me within 5 minutes with a name plate in hand or called me on my mobile. And they looked after everything, yes even check-in, check-out and indeed my mother didn't have to walk. She climbed the mountain with the help of a palki, organized by Sanjay (Check out the picture attached).

I introduced few of my good friends (Artem – from Russia) and (Ignacio – from Spain) to Sanjay since then and both of them are more pleased; than I sounded above. Sanjay organized trip for both of them in India separately, took good care of them, got them to experience some really awesome stuff that India is famous for (Elephant ride, House Boat, Ayurvedic hot oil massage, Bollywood tour in Mumbai, Rickshaw ride and what not – all items in their itinerary were unique of its kind, which we generally don’t find included in a commercial brochure from a known travel agency).

Sanjay tells me a story about his beginning in the holiday/travel industry. He mentioned; when he was working in Jaipur as an employee of a State Govt dept – on one of the Deewali; he had no money to buy crackers for his son. He had few rupees in his pocket, from which he could afford a balloon only, which he did. Together with it, he promised to himself that he will change this by next year. Sanjay carefully choose what he liked doing with very little investment required and today he is where he is because of him following his passion carefully.

When I was in Delhi last time – Sanjay travelled all the way from Jaipur to meet me personally. I arrived in Delhi at 10:30pm in the night from Bhubaneswar and I had my flight to London at 13:30pm next day. When I arrived in my hotel, I found Sanjay sitting in the lounge waiting for me. We had a good meal together and he also handed over the OLD MONKs that our friend Artem liked while travelling in India. No, Sanjay was not organizing a trip for me this time; neither had he believed that Artem is going to come back to India, anytime sooner. But that’s his way of showing gratitude, socialize, and say thank you. Did I experience anything/anyone better than Sanjay in customer service department? If I thought for this long, I definitely haven’t.

Friends – I want to introduce to you; Mr Sanjay Singh, CEO of Innovative Destination Management from Jaipur, Rajasthan, for all your holiday/luxury travel needs in India. A good friend for mine and an awesome human being.

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And next time you plan a trip in India – I definitely encourage you to visit the place I belong to: ODISHA. The ODISHA tourism department has recently launched an aggressive media campaign to reach out to domestic and foreign tourists. Though the state has vast bouquets of tourist products and draws, the tourist inflow continues to be poor in the absence of poor marking and branding. To me, tourism should be made, one of focused industry for the GOVT ruling in the state.

A small video on this beautiful place, which is hiding behind incapable bureaucracy.

Wish you all a very happy and colourful Holi today. God Bless. Goodnight.


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